WM Donnelly & Co Ltd Contents

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2 Contents Welcome 2 24 Hour Breakdown Cover 3 What is covered with the 24hr Breakdown Cover Breakdown or Gas Fire Failure Safety Inspection Gas Boiler Servicing Landlords Certification Service Only Cover 4 Breakdown or Gas Fire Failure Safety Inspection Gas Boiler Servicing Landlords Certification Wm Donnelly Promise of Service 5 Relevant Law 5 General Conditions 6 Cancellations Policy 7 What Is Not Covered 8 & 9 Privacy Policy 10 Definitions 11 1

3 Welcome With 50 years experience of heating maintenance and repair we, more than any one, know the expense that can be incurred if your heating breaks down unexpectedly. As a locally based family company we have carried out repairs and services in many of the houses in the surrounding area, firstly for the East Kilbride Development Corporation, then South Lanarkshire Council and Glasgow District Council. No one knows the variety of heating systems better than we do. We provide heating breakdown cover for one of the biggest home cover providers in Great Britain, Homeserve plc, who in turn provide cover for many household names both in Britain and abroad, they include Direct Line, Npower, Scottish Water, The Royal Bank of Scotland and many many more. Homeserve have very strict targets for the level of customer service and the customer care provided by their contractors. In the past three years Wm. Donnelly & Co. Ltd. have won the award for the Top Gas Engineer in Great Britain. We have also been voted top Gas Contractor once and been runner up twice. This is an achievement we as a local based family company are extremely proud of. We do our utmost to make sure our customers are given the best service possible on both a national and local level. Liam Donnelly Managing Director 2

4 24 Hour Breakdown Cover What is covered with the 24hr breakdown cover? Gas Central Heating Breakdown Cover will be provided by WM Donnelly & Co. Ltd renewable on an annual basis. The cover provides the following benefits: a) Labour and parts for heating breakdowns (depending on level of cover). b) One service/inspection per year of cover paid in full. c) No limitation on the number of callouts for breakdowns covered under this policy. d) Priority service 365 days of the year. e) Emergency cover 365 days of the year. f) 10% discount on any work carried out not covered by your policy. The cover a) Cover will commence 28 days after payment is processed in full or if paying by standing order 28 days after the first payment has been made. b) Cover will commence only after any repairs or installation defect are rectified. c) Cover will only commence if the system fully complies with all current legislation and CORGI recommendations. d) Any installation faults identified at the time of the yearly inspection must be rectified in full. If the remedial work is not carried out by Wm Donnelly personnel a full detailed report must be produced showing the work carried out by a qualified tradesman. e) Any remedial work identified at the yearly inspection which is likely to cause a future breakdown must be rectified by the customer. Breakdown and/or failure of the Gas Fired Domestic Central Heating System If you suffer a breakdown and/or failure of your gas fired domestic central heating system at the address covered by your policy, you should phone us on We will then: Advise you how to protect yourself and the property immediately; Organise the callout, labour, parts and materials involved in repairing or remedying the breakdown and/or failure of the gas fired domestic central heating system. Safety Inspection Wm. Donnelly & Co. Ltd. will arrange for a service engineer to carry out an annual safety inspection or service, as required, of the gas fired boiler to statutory requirements, manufacturer s recommendations and relevant codes of practice. If your domestic central heating system fails to work immediately following a safety inspection and/or service please call the administration telephone number Gas Boiler Servicing If at the time of the safety inspection, a gas boiler service is deemed necessary, this will be carried out in accordance with statutory requirements, manufacturer s recommendations and relevant codes of practice. Landlords Certification A gas safety check will be carried out and a Landlords Certificate completed should this be requested, this would be charged. at an extra cost, as per our price list 3

5 Service Only Cover Service Only Cover What is covered in the service only cover. Gas Central Heating Breakdown Cover will be provided by Wm. Donnelly & Co. Ltd, renewable on an annual basis. The cover provides the following benefits: Note: The cover we provide commences immediately after the payment is processed. Breakdown and/or failure of the Gas Fired Domestic Central Heating System If you suffer a breakdown and/or failure of your gas fired domestic central heating system at the address on this certificate, you should phone us on the following telephone number We will then: Advise you how to protect yourself and the property immediately; Organise the callout, where only the labour, parts and materials involved in repairing or remedying the breakdown and/or failure of the gas fired domestic central heating system will be charged to yourself. Section Safety Inspection Wm. Donnelly & Co. Ltd. will arrange for a service engineer to carry out an annual safety inspection of the gas fired boiler to statutory requirements, manufacturer s recommendations and relevant codes of practice. If your domestic central heating system fails to work immediately following a safety inspection and/or service please call the administration telephone number If the fault is a normal heating breakdown and has not occurred as a result of the service all labour and materials will be charged at our normal rate. Gas Boiler Servicing If at the time of the safety inspection, a gas boiler service is deemed necessary, this will be carried out in accordance with statutory requirements, manufacturer s recommendations and relevant codes of practice. Landlords Certification A gas safety check can be carried out and a Landlords Certificate completed should this be requested, this will be charged over and above the normal service. IN THE EVENT OF A GAS LEAK PLEASE CALL TRANSCO DIRECT ON

6 A Promise of Service Please read this policy carefully. We do not wish you to discover after an incident has occurred that it is not insured. If you have any queries, please call Wm. Donnelly & Co. Ltd. on We wish to provide you with a very high standard of service. Very occasionally we receive complaints, which we investigate at once. Every effort is made to resolve them to your satisfaction. If you have a complaint about your plumbing or heating cover, please write to Customer Relations Department, Wm. Donnelly & Co. Ltd. 15 Law Place, Nerston, East Kilbride, G74 4QL. WM Donnelly & Co Ltd Relevant Law This contract is governed by Scottish Law. This certificate represents the entire agreement of the parties on the matters in question. 5

7 General Conditions You must produce the relevant identification on the demand of the Service Engineer or other Wm. Donnelly & Co. Ltd. representative. In the event of you calling out an emergency engineer/plumber and you are not covered you will be liable to pay all costs. This cover does not cover normal day-to-day maintenance of the domestic central heating system or plumbing/drainage system at your property, which you should do. This includes the descaling of central heating pipes, adjustment to the timing and temperature controls of the domestic gas central heating system, venting (bleeding) of radiators, the addition of corrosion inhibitors, or payment for the replacement of items within your property, which will gradually wear out over a period of time. The minimum period for which you may hold this policy is one year. If you fail to pay any premium on the due date for payment, your policy will be suspended immediately and during the period of suspension, you will not be covered by the scheme. If you do not pay in full within thirty days of the due date, your policy will be cancelled. If you pay the premium within this period, cover will restart from the date of receipt of the cleared funds. If any recommended remedial or maintenance works notified during the initial or annual safety inspection/ service are not carried out within 28 days or your domestic central heating system / plumbing / drainage system does not meet our eligibility criteria (for example if spare parts are no longer available), we will automatically cancel your policy and refund your premium, deducting the cost of the safety inspection / service already carried out. (Safety inspection/service only applies to heating cover, for plumbing cover this inspection would be done at our first visit) If you pay by monthly/quarterly standing order your agreement runs until you tell us you wish to cancel or if we cancel the agreement (see cancellation section). You can cancel the agreement at any time, and this should be done is writing. For yearly payments the agreement runs until the next payment has been made. 6

8 Cancellation Policy We reserve the right to cancel this cover if:- You fail to make the agreed payment. You have given us false or misleading information. We find something wrong at our initial visit. Parts or materials are not available for your system. If we cancel we will refund any payment less charges for a service/inspection and any repairs already carried out. Should you cancel we do not normally give any refund, however if you cancel within ten days we will give a full refund provided you have not made any claims. (less inspection/service costs in the case of the heating cover). If you cancel your agreement in the first three months and have made a claim we reserve the right to charge for the repair. 7

9 What Is Not Covered Wm. Donnelly & Co. Ltd. provides the services and benefits described in this certificate during the period of cover for which you have paid the premium. But there are conditions and exclusions, shown below, which limit your cover. Please read them carefully to ensure this certificate meets your needs. Exclusions from Central Heating Maintenance Cover The following are excluded from the cover: a) Replacing the central heating boiler or appliance. Should your boiler need replacing during your year of cover we will give you 10% off any boiler replacement. b) Replacing the main heat exchanger in the boiler. c) Any adjustment to the timing and temperature controls of the domestic central heating system. Other than at the time of inspection/ service. d) Replacement or repair of timing and temperature controls of the domestic central heating system when the system can still be turned on and off manually. e) The domestic cold water storage tank, its feed and outlet. f) Any domestic water supply from the hot water cylinder or gas appliance, to and including the taps. g) Any loss or damage arising from circumstances known to you before the cover began; h) Any loss or damage arising from the disconnection or interruption of the public gas, electricity or water supplies to the property. i) Any replacement of light bulbs, fluorescent tube light fittings, fuses in plugs or any other routine electrical maintenance tasks, j) The replacement of radiators (leaking radiators will be isolated). k) Separate gas heaters providing hot water. l) The resetting of circuit breakers, where it is not associated with permanent repair work and where you can reset it. We are not liable for the cost of replacement of or repairing any loss or damage to: a) The domestic central heating system if it is beyond economical repair. b) Any item not forming part of the domestic central heating system. c) The domestic central heating system in the event of spare parts or components not being available after a reasonable search of stockists; d) Any fixtures where its replacement is only necessary as a result of changes in legislation or health and safety guidelines. e) Equipment which has not been installed, serviced or maintained in accordance with statutory regulations or British Standards or manufacturer s instructions. Continued... 8

10 What Is Not Covered Continued We shall not be liable for any of the following: a) Any defect or failing which may be attributed to the original design of the gas fired domestic central heating system or appliances. b) Any defect, damage or breakdown caused through malicious or willful action, negligence, misuse or third party interference including any attempted repair or modification to the domestic central heating system, which does not comply with recognised industry standards. c) Any loss in the event of damage occurring because the property has remained unoccupied for 60 or more consecutive days. d) Any liability for consequential loss, whether as a result of a defect or malfunction of the domestic central heating system or arising from any goods, services, arrangements or advice provided by us or any agents acting on our behalf, unless through our or their negligence; e) Any gas appliance not connected to the domestic central heating system, including cookers and gas fires, are excluded from the breakdown cover and annual safety inspection and/or service. f) If any faults are identified in your domestic central heating system during your initial safety inspection and/or service visit, such remedial work necessary to bring the system up to the normal required standard, will need to be completed at your cost, before the system is covered. g) If during your second and any subsequent safety inspection and/or service or any other visit by us, it is identified that maintenance work necessary to prevent a future breakdown and/or failure of your domestic central heating system is required, such maintenance work will need to be carried out at your cost. h) Descaling and any work arising from hard water scale deposits or from damage caused by aggressive water or sludge resulting from corrosion. Signs that work is needed may include a noisy boiler, cold spots on your radiators, sludged up pipes or poor circulation. A powerflush would require to be done on your system to rectify this problem, no repairs would be carried out on your system until this problem was resolved. A 10% discount would be given on any powerflush we carry out during your cover. i) Un-vented hot water cylinders or their controls. j) Any part of the system (including pipes and ducts), which is too difficult to access safely, or is impossible or impractical to maintain because of its position. k) Any cost over and above cover will be estimated and paid in full on acceptance and completion. l) Any delays caused by our suppliers or their agents in obtaining spare parts that are not immediately available. m) We will not pay for any repairs resulting from the failure to carry out remedial work, which was recommended during the initial service. n) Costs incurred where you have been advised of the need to carry out permanent repair work to avoid repetitive situations leading to emergencies or breakdown and/or failure. o) Any defect, loss or damage occasioned by fire, lightning, explosion, storm, tempest, impact or other extraneous causes. p) Any defect loss or damage arising as a consequence of: i) War, invasion, act of foreign enemies, terrorism, hostilities (whether war be declared or not) civil war, rebellion, revolution, insurrection, military or usurped power, riot or civil commotion; ii) Ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof. 9

11 Privacy Policy Wm. Donnelly & Company is committed to protecting your privacy and maintaining the security of any personal information received from you. We strictly adhere to the requirements of the data protection legislation in the UK. The purpose of this statement is to explain to you what personal information we collect and how we may use it. When you order, we need to know your name, address, address and card details. This allows us to process and fulfill your order. You have the option to withhold personal information that is not required for the order process. We use your personal information to update you about new products/services. We will only contact you with your consent. We do not sell, rent or exchange your personal information with any third party for commercial reasons, beyond the essential requirement for credit/debit card validation during purchase. We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access in accordance with the UK data protection legislation. We do not collect sensitive information about you except when you specifically knowingly provide it. In order to maintain the accuracy of our database you can update or remove your personal details by ing We use a technology called "cookies" as part of a normal business procedure to track patterns of behaviour of visitors to our site. A cookie is an element of data that our Website sends to your browser which is then stored on your system. You can set your browser to prevent this happening. Any information collected in this way can be used to identify you unless you change your browser settings. In order to process credit/debit card transactions, the bank or card processing agency may require to verify your personal details for authorisation outside the EEA (European Economic Area). Your information will not be transferred outside the EEA for any other purpose. If you have any questions about privacy please contact us at info@wm-donnelly.co.uk 10

12 Definitions You/Your: The owner of the property as recorded on the application form and any persons resident within your property. Wm. Donnelly & Co. Ltd./We/Us/Our: Wm. Donnelly & Co. Ltd. Myra House, 15 Law Place, Nerston, East Kilbride, G74 4QL Property: Your principal permanent place of residence, (comprising garden, private dwelling, garage and outbuildings used for domestic purposes, including private flats and maisonettes) but excluding bedsits/ properties in multiple occupation, commercial premises and council properties. Domestic Central Heating System: The gas fired central heating boiler from the appliance isolating cock, together with the pump, radiator valves, motorised valves and cylinder thermostat, time, temperature and pressure controls, radiators, pipe work, hot water cylinder, feed and expansion tank and primary flueing. The maximum permissible output of your private domestic gas fired boiler is 60Kw/hr. Breakdown and/or failure: Sudden and unforeseen electrical or mechanical malfunction of the domestic central heating system which renders the system inoperable or when two or more radiators are not working. Beyond Economic Repair: The point at which we estimate that the cost to repair your boiler and/or system exceeds its current value. (This is based on our scale of valuations according to the boiler type and age). 11